Explore all the tools and functionalities you need to deliver exceptional customer experiences.
Sort and manage incoming interactions from social media networks: Facebook, Twitter & Instagram.
Effectively handle high volumes of incoming emails, overseeing message categorisation, response quality, and tracking, ensuring efficient email communication.
Engage website visitors through real-time chat, utilising behavioural targeting to initiate conversations and equipping agents with historical data for a personalised customer interaction.
Harness the potential of asynchronous messaging to facilitate ongoing discussions, allowing customers to initiate a conversation on a website and pick it up later on a iOS mobile device.
Allow customers to reach out through their preferred channels, ensuring convenience and flexibility in their interactions.
Direct customer inquiries to the most suitable agents based on both agent skill sets and individual customer needs.
Enable customers to leave messages or request callbacks, with routing and queuing mechanisms to ensure efficient prioritisation and timely responses.
Utilise open APIs for accessing data from backend and CRM systems, enabling more intelligent connections and the cultivation of customer relationships.
Offer customers the option to receive a callback without waiting in a queue, maintaining their position in the queue for improved customer satisfaction.
Allow customers to perform routine tasks independently over the phone while providing valuable insights to facilitate personalised service.
Mitigate customer dissatisfaction of lengthy wait times by implementing an automated callback system based on queue position.
Access male/female voice characters in multiple languages or upload your own audio files that represent the voice of your brand.
Elevate sales performance with efficient dialing modes, including Agentless, Preview, Progressive dialers, optimising agent productivity and risk mitigation.
Effectively reach your target audience by identifying the right contacts and optimal timing while efficiently managing retry attempts.
Optimise call lists by merging, removing duplicates, reordering, and adding high priority leads for increased dialing efficiency.
Configure call recordings on inbound and outbound interactions to capture agent’s conversations for compliance as well as options for sophisticated sentiment analysis and real-time agent prompting.
Effortlessly allocate skills to your agents, enhancing skills-based routing for more efficient handling of customer inquiries related to billing or technical questions.
Enable agents to deliver customer service from anywhere with internet access, ensuring flexibility and continuity.
Equip agents with essential customer information upfront to facilitate successful deal closure and positive customer interactions.
Remove customer dissatisfaction with long queue wait times and enable an automated back when their queue position arrives.
Simplify the process of configuring your IVR system by using a drag-and-drop interface, which allows you to quickly establish IVR setups, qualify customer inquiries, access data from third-party systems.
Specify your SLAs for any communication channel, enabling you to oversee performance across multiple interaction points and guarantee the provision of an exceptional customer experience.
Access essential information on agent performance and the customer experience through targeted, predefined reports such as AHT and more.
Gain real-time insights into team performance and customer experiences through intuitive dashboards.
Gain a comprehensive view of the customer journey across all channels, along with insights into agent performance on each channel.
Narrow down the report data to show only what is important, don’t waste time to rebuild them from scratch every time.
Provide agents with guidance on system navigation to enhance overall performance and customer interactions.
Keep tabs on agent performance by monitoring calls and offering support through whisper or barge-in capabilities during challenging interactions. Advanced features include coach, sophisticated sentiment analysis and real-time agent prompting.
Identify customer trends, issues, and changes quickly by analysing conversations for key topics and phrases.
Enhance customer experiences by replacing phone key interactions with voice input for a more natural interaction.
Connect your agents with the rest of the company. With team messaging, video meetings, and calling, provide fast access to experts across the entire company to help answer difficult questions.
Seamlessly transfer customers from local offices to your contact centre, benefiting from extension-to-extension dialing and conferencing capabilities for enhanced connectivity and customer service.
Allow for back office and front office staff to communicate easier through phone calls to improve staff productivity and overall team work efficiency.
Leverage powerful APIs to seamlessly integrate with any system, supporting diverse workflows and enhancing flexibility.
Enhance the customer experience and boost agent productivity with ready-made CRM integrations, including Salesforce, Microsoft, Zendesk, and more.
